Disappointing customer service 😣💔

Complaint: Unauthorized Withdrawal of SASSA Pension at Boxer Store (Protea Glen)

To whom it may concern,

I am writing to formally lodge a complaint regarding a serious incident involving my mother, who is a SASSA pension recipient. On the 3rd of December 2025, my mother visited the Boxer Store in Protea Glen to withdraw her pension money. She attempted to withdraw R1 040, but the cashier informed her that there was “no money on the card.”

Concerned, my mother then printed a bank statement, which clearly showed that the R1 040 had already been withdrawn at the same Boxer Store, even though she never received the money. This indicates that her funds were ********ly taken during her transaction.

We immediately returned to the store to report the matter. The staff promised to escalate the issue and provide us with feedback, but no assistance was provided. Instead, we were told to contact SASSA regarding the money that was taken at their store, even though the withdrawal occurred at their till point and under their cashier’s supervision.

We are extremely disappointed and distressed by this situation. My mother relies on her pension for her basic needs, and losing this money has caused her significant hardship. We request the following:

A full investigation into how the withdrawal was processed without handing over the cash.

Immediate feedback on the investigation outcome.

A refund of the R1 040 that was ********ly taken.

Disciplinary action against any staff found responsible for the misconduct.

We expect Boxer to take responsibility for what occurred at the store and to ensure that no other vulnerable pensioners are treated in this manner.

We look forward to a prompt resolution.